Vijay Kumar

Quality Analyst & Subject Matter Expert with 12 years of experience in cloud support and customer service operations. Skilled in Google Workspace support, quality auditing, coaching, training, and process improvement. Strong ability to handle complex technical issues and improve customer satisfaction.

Results-driven Quality Analyst with expertise in quality audits, data analysis, and process improvement. Proven track record in managing customer escalations and enhancing customer satisfaction through effective mentorship and support.

Quality Analyst / SME at Cognizant Technology Solution (2020-12 – Present)

Subject Matter Expert – Cloud Support (SME) responsible for Google Workspace support and quality auditing

• Provided Google Workspace support including user management, OU, groups, admin roles
• Handled L2 support via chat and email for complex cases, ensuring timely resolution of issues
• Troubleshot email issues (SPF, DKIM, DMARC, MX records)
• Managed customer escalations, maintaining SLA compliance and enhancing customer satisfaction
• Conducted RCA for DSAT cases and shared feedback to agents
• Conducted weekly and monthly quality audits to identify trends and improve support processes

Quality Analyst at Just Dial Pvt LTD (2012-10 – 2020-12)

Quality Analyst responsible for quality assurance, compliance, and team development

• Ensured compliance with quality standards and processes
• Conducted dip checks to ensure adherence to quality assurance standards
• Delivered coaching and feedback to support agents, fostering their development and improving service delivery
• Analyzed customer feedback to enhance service quality and address client needs
• Provided training to new hire trainees (NHT)
• Worked with training team on communication and empathy sessions

Bachelor of Science in Computer Science – St.Martin's Engineering College (2010-06)